IT Support Analyst

Job Switch; Loughborough; On-site; GBP 25,000 - 35,000; Full time

Job summary

A major player in technical IT support is looking for a dedicated IT Support Technician. You will be responsible for providing technical support to users, diagnosing and resolving IT issues, and ensuring effective service delivery. This role involves working with a range of devices while participating in a collaborative team environment, all aimed at improving user experience and service quality.

Qualifications

• Proficient in handling IT incidents and service requests.
• Experience with configuring and implementing computer systems.
• Strong communication and customer service skills.

Responsibilities

• Document and resolve incidents and service requests from users.
• Perform incident resolution for software and hardware issues.
• Manage and monitor incident progress, keeping users informed.

Skills

Technical problem management

Incident resolution

Customer service

Root cause analysis

Tools

Service Management software

Job description

Job Purpose

To provide Technical IT support to users of ICS services from first point of contact to incident resolution.

To identify, diagnose, resolve, and document technical IT problems and incidents.

Delivery of an effective and appropriate service to all service users, fairly and without discrimination.

Main Duties and Responsibilities

1. To take responsibility for, document, and resolve or escalate, as appropriate, incidents and requests for service received from ICS service users via email, web form, or telephone.
2. To perform effective incident resolution relating to the authority's software and hardware, including computers, laptops, telephones, mobile devices, and peripherals at local and remote locations. Undertake technical problem management and root cause analysis.
3. Configure and implement new computer systems as part of a desktop refresh, project, or new requirement. This includes implementing systems in offsite or remote environments, e.g., broadband installations across the borough.
4. To assume complete ownership of incoming incidents and service request tasks, including those involving third-party input. Prioritize, manage, and monitor the progress from inception to resolution, keeping customers informed.
5. Resolve incidents and service requests within agreed SLA timescales, working with the Service Desk Manager and customers on breached calls. Log, report, and escalate IT Data and Cyber Security issues.
6. Participate in the Service Desk team, working on a rotational basis for technical frontline telephone support, onsite jobs, and remote support within operational hours.
7. Contribute to accurate recording of ICS asset data by completing documentation and managing the ICS storeroom.
8. Utilize Service Management software to record incidents, problems, and service requests, maintain asset information, and submit knowledgebase documentation.
9. Monitor system performance and manage automated and operational requests, booking and dispatching outputs as required.